application for funds for project to help …€¦ · win211 provided phone translation for...

APPLICATION FOR FUNDS

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APPLICATION FOR FUNDS FOR PROJECT TO HELP WASHINGTONHOMEOWNERS AVOID PREVENTABLE FORECLOSURES OR TO AMELIORATE

THE EFFECTS OF THE FORECLOSURE CRISIS

Please submit an application including all of the following information. Incompleteapplications will not be considered.

I. APPLICANT INFORMATION

Organization Name: Washington Information Network 2-1-1

Mailing Address: 23130 224th PL Se Ste 103

City, State, Zip: Maple Valley, WA 98038

County: King

If Tribal, Designate Tribe:

Primary Contact Person: Madelyn Carlson

Primary Contact Phone No.: 509-248-6726

Primary Contact Email: [email protected]

Secondary Contact Person: Milissa Smith

Secondary Contact Phone No.: 425-264-0301

Secondary Contact Email: [email protected]

II. ORGANIZATION TYPE

(check applicable)

501(c)3 nonprofit

Tribal

Governmental agency

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III. IDENTIFYING INFORMATION

Tax Identification Number (TIN): 02-0554604Uniform Business Identifier (UBI): 602143367

A. Does your organization currently receive any funding from the AGO? If yes,please identify the date of your last report.

No; Yes.

B. Does your organization receive any funding from any other governmental agencyfor housing related projects or foreclosure related assistance? If yes, list thecontracts by title, contract number and funding amount for the past 3 years.

No; Yes.

C. Is your organization solely owned/operated by a current state employee? If so,please complete the Ethics Certification process at www.ethics.wa.gov.

No; Yes.

IV. PROJECT PROPOSAL

A. Project Title Housing Foreclosure Helpline

B. Requested Amount: $1,382,896.00

C. Project summary: In 150 words or less, concisely describe your project and howit meets the criteria set forth in the settlement. This summary will help theCommittee review proposals. Attachments and exhibits are not allowed in thissection. Over-length summaries will disqualify application.Statewide since 2006, 2-1-1 is the number for residents seeking information andreferrals to community services. 2-1-1 has assisted over 1.6 million people andprovided 3.5 million referrals using our resource database, with 16,000+ services.2-1-1 is a unique service, provided by seven centers located around the state. 2-1-1 proposes:• Being the entry point for service referrals to all people affected by foreclosures –including renters. Our Specialists will maintain statewide foreclosure serviceinformation so that we can provide appropriate local foreclosure counseling,mediation, and legal service referrals, including referrals for “support services”(e.g. rent or utility assistance, food banks.)• Front-end phone messaging to alert all 2-1-1 callers of available help andregional community outreach.• Conducting follow-up calls to determine the effectiveness of other foreclosuresupport providers in meeting people’s needs and• Reporting statewide on needs, referrals and caller demographics.

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D. Describe how your project meets the criteria set forth in sections I and III above,including estimated start and completion dates. Supporting information andexhibits may be included here. Please try to make your submission as concise aspossible.This project responds directly to Section I (3) Funding for state and localforeclosure assistance hotlines. With respect to the evaluation criteria, WIN211’score mission is to help those who are underserved, and WIN211 has a great dealof experience with and understanding of the problems faced by this population.The design of the WIN211 system makes us uniquely qualified to provide thisinformation and referral service. WIN211 is a statewide system (phone, web anddatabase) that is locally operated by seven regional call centers ensuring close-to-home relationships, knowledge and service. The call centers are staffed by highlytrained and caring information and referral specialists. A statewide database ofapproximately 16,000 services is used by staff and is available on-line to thepublic. This system can easily adapt to providing customized services (e.g.housing foreclosure information), while continuing to providing information andreferral on basic needs (e.g. rental assistance, transportation, food etc.). Thiscomprehensive approach is critical to the success of this housing foreclosureassistance effort as these individuals/families are most likely facing anoverwhelming mix of very difficult issues.Recent examples of how the WIN211 system can be customized for a specificservice are a contract with the Department of Health (DOH) for a statewideresponse to H1N1 and the Earned Income Tax Credit Program (EITC). WIN211provided an easy to remember number to contact for information on H1N1.When dialing 2-1-1, callers received a front-end message with recordings thatprovided specific information regarding H1N1 and callers could connect directlyto a trained Information and Referral Specialist to request specific information.WIN211 provided phone translation for non-English or limited English speakersthrough bilingual Specialists or through use of Language Line InterpreterServices. WIN211 provided daily reports identifying the origin of the calls andrequested data that allowed DOH to respond with appropriate outreach andinformation. H1N1 information provided by DOH was also posted on theWIN211 website at www.win211.org. For the past six years, WIN211 has been asuccessful partner with Department of Commerce for EITC information andreferrals. WIN211 maintains the statewide database of free tax preparation sitesand is the publicized contact for Washington State citizens to connect with localresources and assistance to file for EITC. In partnership with local communities,WIN211 has provided additional assistance by scheduling appointments at someof the free tax preparation sites.WIN211 has the advantage of being well-known around the State by individualsin need and human service agencies. This general awareness will besupplemented by a focused education and marketing strategy targeted at thosewho have been “harmed by unfair and deceptive mortgage servicing practices.”In addition to homeowners, this will include renters who have been negativelyimpacted by their landlords’ foreclosure. To emphasize the importance of thisissue, it is estimated that 40% of those affected by foreclosures are renters.

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Furthermore, WIN211 as a non-profit has the advantage of being a “trusted thirdparty.”Cost effectiveness is key to our proposal. This is due to the fact that the WIN211basic system, infrastructure and staffing is already in place. This proposal onlyinvolves additional costs that will enable a customized level of service focused onhousing foreclosure assistance including education/marketing materials,additional call center staffing, phone line charges and program management.Please find attached some background information on the WIN211 program.

E. Describe the demographics of the consumers you serve. Please providesupporting data or statistics.Caller Data Report: Washington State 2-1-1Washington State ReportFrom 1/1/2011 To 12/31/2011This Period 2011Incoming Calls 279,248Web-hits 395,987

Demographic Summary

Gender: Calls: % ofKnown:Female 189,872 68.00%Male 55,917 20.00%Transgender 95 0.03%Other/Unknown 33,405 11.97%Total Calls: 279,248100.00%

Ethnicity: Calls: % ofKnown:Am Indian or Alaska Native 2,251 .81%Asian, Asian-American 2,414 .86%Black, African Am, Other African 20,577 7.36%Caucasian, White 72,649 26.02%Declined 1,428 .51%Hawaiian Native or Pacific Islander 1,950 .70%Hispanic, Latino 14,853 5.32%Non-Hispanic 3,806 1.36%Multi-Racial 5,474 1.96%Other 3,003 1.08%Russian 21 .01%Unknown 150,822 54.01%Total Calls: 279,248 100.00%

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F. Describe the geographic scope of your project.WIN211 serves the entire State of Washington through a system of seven regionalcall centers in the following locations: Tacoma, Bremerton, Seattle, Everett,Yakima, Spokane and Portland (serving Southwest Washington).

G. Identify the total number of consumers you expect to serve during the life of thisgrant.Washington Information Network 2-1-1 will provide Home Foreclosureinformation to 60,000 callers over the three-year contract period, which wouldinclude information and referrals for renters impacted by a landlord’s foreclosure.WIN211 has created our projections based on foreclosure numbers that can befound online, combined with our own tracking of caller needs.

H. If this is not a new project, describe what changes are being made to an existingproject.WIN211 will continue to provide basic information and referral servicesregarding health and human service needs. Changes in the form of additionalservices will be made to this system to incorporate the needs of the housingforeclosure assistance project. These changes include the creation of targetedmarketing and educational materials explaining how to get assistance for housingforeclosure issues. At each call center a lead staff member will be designated thathas specific expertise on housing foreclosure issues. Special procedures will bedeveloped at each call center to assure that all of these calls are appropriatelyhandled. All staff will receive specific training on the details of this housingforeclosure program and the database will be updated accordingly. All housingforeclosure related calls will be tracked and reported out separately. Staff willalso make follow-up calls to all those requesting housing foreclosure informationfrom WIN211. Information from the follow-ups combined with the call trackingsystem will provide the Attorney General’s Office and other interested agencieswith timely feedback on the specific issues being faced and the effectiveness ofthe services provided.

I. Describe how net benefit or positive outcomes can be measured at the end of theproject.WIN211’s “front door” role needs to be put in the context of the overall deliverysystem when it comes to measuring outcomes. WIN211 can be very helpful inevaluating the net benefits of the project. As described above, WIN211 staff willmake follow-up calls to all those who have requested information. These callswill be used to find out the current status of the individual/family, identification ofany on-going issues and feedback on the services received. When the informationfrom these calls is combined, the results will provide a good insight into theoverall effectiveness of the project.

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J. Have you applied for an equivalent grant in the past, and if so, to which entity andwhen?WIN211 has not applied for any grants supporting Washington state homeownersto avoid preventable foreclosures or to ameliorate the effects of the foreclosureprocess.

K. If you intend to collaborate with other organizations, please provide a letter ofsupport from that organization.See documents located in RFP Attachments.

L. Please provide an organization chart for your organization.See documents located in RFP Attachments.

M. Please provide three references familiar with organization’s activities and theircontact information.Olga WalkerProgram Manager, Office of Programs and PolicyEconomic Services AdministrationDepartment of Social & Health ServicesP.O. Box 45445Olympia, WA 98504Phone: 360-725-4641

Larry ChampineSenior Emergency Communications SpecialistWashington State Department of HealthP.O. Box 47816Olympia, WA 98504Phone: 360-236-4470

Representative Larry SpringerDeputy Majority Leader for Jobs and Economic Development45th Legislative District132E Legislative BuildingP.O. Box 40600Olympia, WA 98504Phone: 360-786-7822

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V. PROJECT BUDGET

As noted previously, this grant must be used to provide additional services and not merelyreplace existing services or supplant existing funding. No current salaries or benefits may befunded using grants provided by the AGO unless expressly and explicitly granted, in advanceand in writing, by the Committee. The Committee reserves the right to request a more detailedbudget prior to selection.

A. Total Project amount:

Salaries: $975,179.00Goods and Services (identify): $222,000.00

Administrative Overhead $125,718.00Advertising or Outreach $45,000.00

Travel: $15,000.00Total: $1,382,897.00

B. What percent of your total project budget does this funding request represent?The requested amount represents 100% of the WIN211 Housing ForeclosureHelpline project budget. WIN211 has attached a three-year, tiered budgetrepresenting three service levels (One, Two, and Three) to provide coverage fromMonday - Friday with minimal outreach to provide 24 hour and 7 days withadditional outreach.

C. If the project will be funded in part from other sources, identify those sources andthe funding amounts.WIN211 homeowner foreclosure project will not be funded from any othersources.

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VI. PROJECT ADMINISTRATION

A. Identify within your organization who will be directly responsible for thefollowing project components: (a) administration, (b) fiscal, (c) service delivery.Attach a current resume for the agency director, and the lead project staff person,and a current agency organizational chart.The following will identify who will directly be responsible for the HousingForeclosure Helpline.

WIN211 Board of DirectorsMadelyn Carlson, CEOMilissa Smith, WIN211 ManagerFidel Devera, ControllerWanda Smith, ITDave Ramsay, Program DevelopmentRegion 1 North Sound/Volunteers of AmericaRegion 2 Peninsula/Kitsap Mental Health/United Way of KitsapRegion 4 SW Washington/211infoRegion 5 South Sound/United Way of Pierce CountyRegion 6 King County/Crisis ClinicRegion 7 Greater Columbia/People for PeopleRegion 8 Eastern Washington/Frontier Behavioral Health

Attached you will find Washington Information Network 2-1-1 organizationalchart as well as required resumes.

B. Describe what steps your organization will take to ensure that the project willserve its intended purposes and be completed on time.WIN211 is a recognized and easy to remember number for all citizens to accesslocal information and referrals. WIN211 will utilize a front-end message for all2-1-1 callers that will inform them on available foreclosure resources forWashington State homeowners. Additionally, information will be available viawww.win211.org.• WIN211 will maintain an active statewide database that includes resources forhousing counselors, mediation programs, legal assistance, and other availablehousing resources.• Monthly WIN211 will identify the number of callers seeking housing resources.• Monthly WIN211 will conduct follow-up calls to survey callers to determine theeffectiveness and satisfaction with the information and referral provided.

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C. Describe how you plan to measure and evaluate the success of your project andinclude samples of evaluation tools if available.WIN211 will measure and evaluate the success by the number of calls received,the number of referrals provided, and the number of callers that identify that theresources provided were helpful.Data that may be collected:1. Full property address (including the street address, city, zip code and county)2. Mortgage loan status (current, in default, foreclosed) Primary reason forcurrent, at-risk,

delinquency, deed-in-lieu, or foreclosure:i. Divorceii. Loss of a jobiii. Adjustment on interest rate or higher mortgage paymentsiv. Illnessv. Other reasons

3. Date of their foreclosure or deed-in-lieu of foreclosure4. All program(s) and partners referred to or action taken including all non-foreclosure

programs5. Primary language spoken at home and use of translator6. Race and ethnicity (optional)7. Household income range8. Gender of caller9. Age of caller10. E-mail of caller

WIN211 monitors calls to assure that Information and Referral Specialists provideexcellent customer service. (See sample attachment for evaluation tool).

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VII. CERTIFICATION

I certify that I have the authority to submit this proposal, and that the information in this proposalis true and accurate. If my organization is faith-based, I understand that federal and state lawprohibit the use of public funds for religious worship, exercise, instruction or support of anyreligious establishment.http://www.acf.hhs.gov/programs/ccb/law/state_faith_based.htmhttp://www.leg.wa.gov/LawsAndAgencyRules/constitution.htm

I understand that my organization will not receive reimbursement for any costs incurred inpreparing this proposal. If awarded funding, I understand that our proposal will be incorporatedinto the final contract.

Printed Name and Title: Madelyn Carlson, CEOSignature (by entering name here,form is electronically signed):

Madelyn Carlson

Date: 6/29/2012

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http://www.acf.hhs.gov/programs/ccb/law/state_faith_based.htm

http://www.leg.wa.gov/LawsAndAgencyRules/constitution.htm

23130 224th Place SE, Suite 103, Maple Valley, WA 98038 Phone: 206-461-8505 Fax: 509-457-7897 TDD: 206-461-3700 www.win211.org

WASHINGTON INFORMATION NETWORK 2-1-1

2-1-1: HISTORY

In May 1997, United Way of Atlanta created the concept of using 2-1-1 as a dialing code to access information and referral services. In 1998 a group of information and referral programs, local United Ways, human service providers and interested citizens began meeting to discuss how to bring 2-1-1 to Washington State. After almost three years of active discussion the group determined they needed a more formal structure to coordinate the development of a state 2-1-1 system.

The Washington Information Network 2-1-1 (WIN 211) – a coalition of existing local providers of information and referral services and local United Ways from every region of the state – was incorporated as a nonprofit corporation under the laws of the State of Washington in August 2001and was recognized by the IRS as a 501(c)3 nonprofit organization in April 2002. With this recognition, WIN 211 was able to secure funding from United Ways of Washington and United Way of King County to actively support 2-1-1 planning and development across Washington.

On April 15, 2003, the Washington state legislature passed ESHB 1787 in support of the creation of a 2-1-1 system for the state and gave specific leadership responsibilities to WIN 211. This legislation:

Adopts 2-1-1 as the official state number for people to call for information and referral for health and human services and to get information about accessing services after a natural or non-natural disaster;

Directs WIN 2-1-1 to study, design, implement, and support a statewide 2-1-1 system; Authorizes WIN 211 to select and approve local 2-1-1 service providers based on criteria that reflect the

ability to meet national standards, organizational viability, support from their community, and partnerships with other providers;

Creates a designated account in the state budget in anticipation of the future availability of federal or state funds to support the system; and,

Directs state agencies and departments to consult with WIN 211 about using the 2-1-1 system before creating any new public information telephone line or hotline for accessing health and human services information.

How 2-1-1 Works Consumers dialing 2-1-1 reach referral specialists in community-based call centers that assess the problem or need and then:

Provide direct information, assistance and referral to needed community services; or

Link/refer the consumer to the most appropriate specialty information and referral agency or special purpose number (e.g., aging, crisis, mental health, abuse hotlines, or other information resource).

In addition, for those who want to contribute to the community through volunteerism, donations or civic participation, 2-1-1 facilitates involvement in the community.

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23130 224th Place SE, Suite 103, Maple Valley, WA 98038 Phone: 206-461-8505 Fax: 509-457-7897 TDD: 206-461-3700 www.win211.org

WASHINGTON INFORMATION NETWORK 2-1-1

The WIN211 system is being built using an integrated network of seven call centers with a robust database of local resources. The call centers perform a critical service in communities by assessing and linking consumers to the most appropriate social services for:

Families with multiple problems requiring assistance with securing public benefits and income support, job training and employment placement, temporary shelter, food and clothing, and/or services related to mental health, child abuse and neglect, child care and substance abuse;

Families caring for children with disabilities needing specialized supportive services, group homes, specialized equipment, assisted technology and support groups;

Older persons, adults with disabilities, and family caregivers seeking home care, attendant care, legal aid, part-time employment, elder abuse prevention, training on providing care, transportation; and

Families or family members in crisis, such as potential suicide, violence, or runaway youth. Communities can use 2-1-1 is a tool for information-sharing and resource mobilization during times of

local or national disaster and crisis. Additionally, Washington State citizens can access resources 24 hours through WIN211’s statewide database of community resources at www.win211.org.

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June 26, 2012

Milissa Smith WIN2 11 Program Manager 23 130 2241h Place SE, Suite 103 Maple Valley. WA 98038

Dear Ms. Smith:

City of Seattle Office of I-lousing

This letter is to express the City of Seattle Office of Housing's strong support for \VashinglOn Infomlation Network 2-1-1 (WIN2 11) to provide support to citizens of Washington State to seCUfe resources 10 prevent foreclosures and ameliorate the effects of the foreclosure crises.

Since 2006, WIN211 is a free and easY-lo-remember number for Washington residents to receive lnfonnalion and Referrals to local , community resources. WIN2 11 has ass isted over 1.6 million people and provided 3.5 million referrals. This makes WIN211 a vital resource for cit izens facing foreclosure to access accurate and timely information about services that will benefit individuals and families during this crisis. WIN21 I will serve as the entry point for referrals to all people affected by foreclosures. WIN2 11 will maintain the statewide database of services to provide appropriate referrals for foreclosure services as well as for local support services (e.g. utility assistance, transportation. food banks, etc.)

In support of WIN211. the Ci ty of Seattle Office of Housing will contribute to the data and demographic gathering efforts of their proposal.

Thank you for this opportunity to express support for WIN2 11. Please feel free to contact me i f you have any questions aI206-615-0995 or via email at [email protected].

Sincerely.

&:!f!a:-Lending Manager

Mailing Address: PO Box 94725. Se3ttle, WA 981 24-4725 Location: Seattle Municipat Tower, 700 Fifth Avenue, Suite 5700 (Zip 98104 for deliveries)

Tel: (206) 684·072 I, Fax: 233-7 117 Mail Stop SMT·57·00 wwwseattlegoy/hQ\lsjno An equal emp!oymentopportunity, affi rmative action employer.

Accommodations for people with disabilities provided upon request.

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solid d groun Building community to end poverty

June 26, 2012

Milissa Smith WIN211 Program Manager 23130 2241h Place SE, Suite 103 Maple Valley, WA 98038

Dear Ms. Smith:

1501 North 45th Street Seattle, WA 98103-6708

PHONE 206.694.6700 FAX 206.694.6777 TTY 7.1.1

EMAIL [email protected] WEB soLid-ground.org

This letter is to express Solid Ground's strong support for Washington Information Network 2-1-1 (WIN211) to provide support to citizens of Washington State to secure resources to prevent foreclosures and ameliorate the effects of the foreclosure crises.

Since 2006, WIN211 is a free and easy-to-remember number for Washington residents to receive Information and Referrals to local, community resources. WIN211 has assisted over 1.6 million people and provided 3.5 million referrals. This makes WIN211 a vital resource for citizens facing foreclosure to access accurate and timely information about services that will benefit individuals and families during this crisis. WIN211 will serve as the entry point for referrals to all people affected by foreclosures. WIN211 will maintain the statewide database of services to provide appropriate referrals for foreclosure services as well as for local support services (e.g. utility assistance, transportation, food banks, etc.)

Solid Ground supports WIN211 in these efforts to ensure that our services are accessible to the community through a variety of access points. Solid Ground offers Homeless Prevention Services assisting homeowners and renters impacted by the foreclosure crisis. Through the Statewide Poverty Action Network, we are also able to connect program participants to advocacy efforts throughout the State of Washington. It is important to us that people are easily connected with these critical services through the information and referrals provided by agencies like WIN211.

Thank you for this opportunity to express support for WIN211. Please feel free to contact me if you have any questions at 206-694-6805.

Sincerely,

~~ff(~ Ruth Massinga Interim Executive Director Solid Ground Washington

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People For People/WIN211 Organizational Chart

WIN211 Board of Directors

Chief Executive OfficerMadelyn Carlson

Program ManagerMilissa Smith

ControllerFidel Devera

Information SystemsWanda Smith

Region 2 Peninsulas

Region 7Greater Columbia

Region 1North Sound

Region 5South Sound

Region 6King County

6/20/2012

Program DevelopmentDavid Ramsay

Region 8Spokane

Region 4Southwest

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WIN211 Three‐Year Tiered Budget

Budget Year 1 Year 2 Year 3 Year 1 Year 2 Year 3 Year 1 Year 2 Year 3 Salaries (Benefits included) 315,500.00$ 324,965.00$ 334,713.95$ 315,500.00$ 324,965.00$ 334,713.95$ 429,500.00$ 442,385.00$ 455,656.55$ Travel 5,000.00$ 5,000.00$ 5,000.00$ 5,000.00$ 5,000.00$ 5,000.00$ 5,000.00$ 5,000.00$ 5,000.00$ Advertising 15,000.00$ 15,000.00$ 15,000.00$ 30,000.00$ 30,000.00$ 30,000.00$ 30,000.00$ 30,000.00$ 30,000.00$ Goods & Services 74,000.00$ 74,000.00$ 74,000.00$ 74,000.00$ 74,000.00$ 74,000.00$ 83,000.00$ 74,000.00$ 74,000.00$ Administrative Overhead 40,950.00$ 41,896.50$ 42,871.40$ 42,450.00$ 43,396.50$ 44,371.40$ 54,750.00$ 55,138.50$ 56,465.66$

Subtotal 450,450.00$ 460,861.50$ 471,585.35$ 466,950.00$ 477,361.50$ 488,085.35$ 602,250.00$ 606,523.50$ 621,122.21$

3 Year Total

Level One

Salaries

TravelAdvertising

Goods & Services Administrative Overhead

Level Two:

Salaries

Travel

Advertising

Goods & Services

Administrative Overhead

Level Three:

Salaries

Travel

Advertising

Goods & Services

Administrative Overhead

Shall include but not limited to supplies, materials, communications, utilities, rental, leases, equipment (less than $5,000), repairs, maintenance, legal services, training, etc.

Provides administrative and fiscal oversight; Provides IT support to the Housing Foreclosure Helpline

LEVEL ONE

1 FTE Program Assistant; 10 FTE Information and Referral Specialists/Outreach Coordinators to provide 6 call centers with coverage Monday‐Friday 8:00 to 5:00 and one call center will provide 24 hour coverage 7 days per week (24/7).

Shall include but not limited to instate travel, mileage, air transportation, vehicle rentals per diem, lodging, registration, etc.

Shall include but not limited to instate travel, mileage, air transportation, vehicle rentals per diem, lodging, registration, etc.

Statewide marketing materials to include, Public Service Announcements and website. Additional marketing will include regional call center marketing, television, radio and direct mailings.


1 FTE Program Assistant; 7 FTE Information and Referral Specialists/Outreach Coordinators to provide Monday‐Friday 8:00 to 5:00 coverage

1 FTE Program Assistant; 7 FTE Information and Referral Specialists/Outreach Coordinators to provide Monday‐Friday 8:00 to 5:00 coverage

Shall include but not limited to instate travel, mileage, air transportation, vehicle rentals per diem, lodging, registration, etc.Statewide marketing materials to include, Public Service Announcements and website.Shall include but not limited to supplies, materials, communications, utilities, rental, leases, equipment (less than $5,000), repairs, maintenance, legal services, training, etc.

Statewide marketing materials to include, Public Service Announcements and website. Additional marketing will include regional call center marketing, television, radio and direct mailings.Shall include but not limited to supplies, materials, communications, utilities, rental, leases, equipment (less than $5,000), repairs, maintenance, legal services, training, etc.


LEVEL TWO LEVEL THREE

1,382,896.85$ 1,432,396.85$ 1,829,895.71$

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Madelyn Carlson 3503 Commonwealth Drive, Yakima, WA 98901 ♦ Phone: 509-248-7686

PROFESSIONAL PROFILE

♦ Respected for building cohesive partnerships at the local, state, and federal level to address issues of poverty. ♦ Strong leader with motivational management style and reputation for building and retaining a high quality

management team. ♦ Results-oriented achiever with excellent track record in operating quality and effective programs that comply

with fiscal and program regulations.

ACCOMPLISHMENTS ♦ Developed and administered more than $40 million in grants and contracts for state and federal funds to serve

the social, educational and employment needs of the low-income community. ♦ Provided presentations and trainings at local and national conferences regarding duplication of successfully-

developed programs. ♦ Serve as a Federal Reviewer for national grant applications to award funding for Department of Labor and

Department of Health and Human Services programs. ♦ Coordinated with schools, business, communities, and agencies to provide comprehensive education,

employment and training opportunities. PROFESSIONAL EXPERIENCE Chief Executive Officer, People For People, 2007 to Current

♦ Provide the administrative oversight for Washington Information Network 2-1-1 (WIN211) ♦ Assure a long-range strategy which furthers its mission. ♦ Provide leadership in program development, organizational, and financial plans with the Board of Directors

and staff. ♦ Establish cooperative working relationships with community groups, organizations, professional associations

and governmental entities to develop and promote the mission. ♦ Responsible for the negotiation and administration of federal, state, and local contracts. ♦ Provide financial oversight to assure accountability and compliance with federal, state, and local standards.

Director of Planning and Development, People For People, 2006 to 2007

♦ Responsible for the development of the Community Transit/Human Services Plan for Yakima County and QUADCO (Kittitas, Lincoln, Adams, and Grant counties).

♦ Develop and maintain community partnerships in support of transportation services for vulnerable populations. ♦ Develop grants and community partnerships to expand employment and training opportunities for our

communities.

Planning and Development Director, Yakima Valley Farm Workers Clinic, Northwest Community Action Center, 1997 to 2006

♦ Responsible for the negotiation, development, and administration of more than forty federal, state, local, and private grants that include Long-Term Care Ombudsman, GEAR UP, Parent Information Resource Center, Health Careers Opportunity Program, Workforce Investment Act, Community Jobs, Community Services Block Grant, Community Development Block Grant, Emergency Shelter Assistance, Weed and Seed, Readiness to Learn, Pacific Power Low-Income Bill Assistance Education, and 21st Century Community Learning Centers.

♦ Supervised strategic development of Northwest Community Action Center as a Community Action Agency and WorkSource Toppenish Affiliate to provide for the needs of the vulnerable populations in Yakima County.

♦ Provided leadership and supervision to a team of 16 professional program coordinators/managers. Education and Employment Coordinator, Yakima Valley Farm Workers Clinic, Northwest Community Action Center, 1987 to 1997

♦ Provided program development, coordination, and supervision of federal and state programs to address poverty, academic performance, and employment opportunities.

♦ Provided the fiscal oversight for program expenditures of more than $2 million in program funds annually. ♦ Provided staff training, development, and supervision to 21 professional staff.

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EDUCATION Central Washington University, Ellensburg, Washington Bachelor of Arts in Education Major: English Minor: Elementary Professional Subjects Post-Graduate Fifth Year: Teacher Certification Additional Coursework and Professional Development:

♦ Supervisor Training, 2002 ♦ Financial Training for Non-Profits, 1999 ♦ Strategic Planning for Community Action, 1997 ♦ Family Development, 1997

PROFESSIONAL APPOINTMENTS and MEMBERSHIPS

♦ Non-Profit Insurance Program, Board of Directors, 2010 - Current ♦ Agency Council on Coordinated Transportation, Governor Appointment, 2010 - Current ♦ Community Transportation Association of the Northwest, President, 2010-Current ♦ Yakima Rotary Club, 2009-Current ♦ Yakima Valley Conference of Governments, MPO/RTPO Executive Committee & Policy Board, 2007-Current ♦ Environment Justice, Core Partnership Board, 2002-2006 ♦ Local Planning Area, Executive Committee, 2000 -2006 ♦ Yakima Valley GEAR-UP Board, 1999-2006 ♦ Tri-County Workforce Oversight Committee for WorkSource, Board Member, 1998 - 2006 ♦ Washington Reinvestment Alliance Board Member, 1996 – 2000 ♦ Yakima Valley Community College Advisory Committee Member, 1987 – 2006 ♦ Migrant Student Leadership Conference, Facilitator, 1992, 1993, 1995, 1996, 1998, 2004

FEDERAL REVIEWER FOR NATIONAL GRANTS

♦ Federal Reviewer: New Access Points, HRSA, Washington, D.C., March 28-30, 2011 ♦ Federal Reviewer: New Access Points, HRSA, Washington, D.C., March 26-28, 2008. ♦ Federal Reviewer: Planning Grants in High Poverty Counties, HHS, Washington, D.C., July 19-20, 2007. ♦ Federal Reviewer: Youth Empowerment, Office of Minority Health, U.S. Department of Health and Human

Services (HHS), Washington, D.C., July 17-19, 2006. ♦ Federal Reviewer: Health Careers Opportunity Program, HHS, Washington, D.C., May 3-5, 2005 ♦ Federal Reviewer: H80 Health Centers: Expanded Medical Capacity Program, Bureau of Primary Health Care,

HHS, Washington, D.C., May 24-26, 2004. ♦ Federal Reviewer: Health Career Opportunity Program, HHS, Washington, D.C., May 4-7, 2004. ♦ Federal Reviewer: Bilingual/Bicultural Service Demonstration Program, Office of Minority Health, HHS,

Washington, D.C., August 23-25, 2004. ♦ Federal Reviewer: School-to-Work Federal Grant for U.S. Dept. of Education and U.S. Dept. of Labor,

Albuquerque, NM, 1996.

PRESENTATIONS AND RECOGNITION ♦ Presenter: Coordination of Tribal Transit, 2008 Public Transportation Conference and Expo, 2008 ♦ Presenter: A Tribal Transit Briefing, Washington State Transportation Commission, 2008 ♦ Wall of Fame: Washington State Department of Transportation, 2006. ♦ Presenter: Coordinated Human Service and Transportation Plans, Washington State Public Transportation

Conference, Bellevue, WA, 2006. ♦ Presenter: Locating Youth Resources for Health Care Training, Washington State Building Skills Conference,

Seattle, WA, 2005. ♦ Presenter: Facilitating Student Education and Ownership, Washington State Promising Practices Conference,

Yakima, WA, 2004. ♦ Presenter: Dropout Prevention Model Programs, Washington State Building Skills Conference, Seattle, WA,

2003.

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M I L I S S A S M I T H

2 7 8 2 6 2 5 6 T H C T S E • M A P L E V A L L E Y , W A 9 8 0 3 8 P H O N E 4 2 5 - 5 3 1 - 1 6 3 0 • E - M A I L S M I T H . M I L I S S A 1 @ G M A I L . C O M

PROFILE Experienced self-directed administrative professional with extraordinary skills in contract and program

management, budgeting, accounting, and developing and maintaining excellent customer relationships. Team player recognized for her ability to quickly learn new processes, procedures, and skills in a fast paced multi-tasking environment.

SUMMARY OF QUALIFICATIONS

• Contract management and reconciliation of government and foundation contracts, create financial status reports for funders , budget monitoring against approved contract allotments,

• Demonstrates administrative expertise in payroll processing, accounts payable, accounts receivable, file management, personal receptionist, processing of checks, record retention, equipment repair coordination,

• Provide support for Office Chiefs and Managers by conducting calendar management, meeting coordination, mail processing, contract set-up, distribution of reports, and client interaction

• Technically proficient in operating multiline phones systems, copiers, printers, fax machines, computers and software such as Outlook, MS Office, Works, Lotus Notes, Agency Contracts Database, Adult Family Home tracking system, Quicken, Paychecks, Check Mate, QuickBooks Premier and Non Profit, Aafers, Centex Financial, Pathways, Expedition, Timberline and Internet

PROFESSIONAL EXPERIENCE

Washington Information Network 211, Renton WA 2006-Present

Program Manager Provide coordination of state and foundation grants. Develop contract agreements and approve payments. Provide oversight for program development. Provide required reports to grantees. Create financial status reports for legislatures, funders, and call centers. Create budgets for proposals and managed State Office Operating budget. Participate Emergency Operation Center during activation, create situation reports, and Governor information key contact for 7 call centers during an activated disaster. Provide daily administrative support, coordinate office activities and calendars. Develop office procedures and systems, respond to customer inquiries, coordinate travel, meetings, luncheons, take meeting minutes, set up and maintain reports using Quick Books Nonprofit, A/P, A/R, Payroll, order office supplies, communicate with all Washington State’s call centers on financials. Complete 1099's; Create and file quarterly taxes.

Department of Social and Health Services, Olympia WA 2004-2006

Management Services Aging and Disability

Secretary Senior

Entered Adult Family Home (AFH) information into the AFH tracker. Assisted in the set up of AFH using the Agency Contracts Database and AFH tracking system, created A-19 for cell phone billing, tracked Bill analysis for Senate and House Committees. Tracked Boarding Home and AFH license Renewals, created Contract letters, tracked invoicing for BARS, data entry using SSPS and Behold Programs. Support staff for 8 staff, file management, mail management, scheduled conference rooms, processed checks/warrants, and record retention.

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Cascade Driving School, Olympia WA 1999-Current

Payroll Clerk

Contact person for 12+ employees. Set up and maintained employee files, processed payroll, small business taxes, accounts payable, accounts receivable, W-2, I-9, and account reconciliation for multiple accounts

Eagle Creek Siding, Tumwater WA 2004-2004

Purchasing Assistant

Ordered materials, communicated with suppliers and Superintendents. Created labor commitments, maintained daily and weekly production reports, processed notice to proceeds, new job setups and accounts receivable.

Centex Homes, Bellevue WA , Reno NV 2002-2004

Contract Coordinator/Accounts Payable

Managed contracts for homes from sale to close. Maintained option budgets for lot specific. Maintained financial functions and reports using Pathways, Centex Financial and Excel. Created checks, maintained warranty packets and facilitated training classes for Pathways. Maintained Corporate reports. Point of communication for homeowners, sales agents, field managers, and Title companies. Multiline phones, file management and general office duties. Maintained accounts for vendors, processed invoices, submitted payment, created checks. Point of communication for office and field personal and account reconciliation.

EDUCATION Lincoln High School, Tacoma Washington

High School Diploma

Tacoma Community College, Tacoma Washington

Social Service Courses

Department of Social and Health Services, Olympia Washington

Record Retention Training

Department of Social and Health Services, Olympia Washington

Contracts Management/Agency Contracts Database

Park Rose Care Center, Tacoma Washington

Certified Nurses Aid License

Professional Career Institute, Atlanta Georgia

Certificate of Completion in Bookkeeping/Accounting

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I:\Program Services\Community Information Line\Leads\Live and Recorded call listening documentation\QA form - INSTRUCTIONS.docx 11/22/2011

Sample Evaluation Call Monitoring Form

Specialist name: Name of the person you are surveying for quality assurance Call Date/Recorded call name: Date and time of the recording or live listening Reviewed by: Your name Brief description of reason for call/situation:

IT IS BEST TO TAKE NOTES – ON PAPER IF YOU ARE DOING LIVE LISTENING OR TYPE THEM AT THE BOTTOM OF THE ONLINE QA FORM IF A RECORDED CALL (YOU CAN CUT AND PASTE OR CHANGE AS NEEDED LATER) AND

COMPLETE THE YES/NO BOXES AFTERWARD SO THAT YOU ARE NOT DISTRACTED DURING CALL LISTENING BY NEEDING TO MOVE AROUND THE FORM.

GREETING/RAPPORT Specialist clearly identified agency/program name. Specialist provided their name and asked how they may help. YES NO YES NO

Appropriate greetings are in a friendly tone of voice and enunciation is clear:

• “Thank you for calling 2-1-1, this is Sally, how can I help you?”

• Never “2-1-1, what listing please,” “2-1-1, what is your zip code,” or “2-1-1, can I help you?”

ASSESSMENT OF NEED Specialist acknowledged the problem, and paraphrased to clarify and ensure understanding of the caller’s situation and confirm services needed. If necessary, Specialist clarified the role of 2-1-1. YES NO

• Used reflective listening and paraphrasing.

• If appropriate, Specialist assessed for any/all needs, even if the caller didn’t “present” with the need specifically.

o For example, if a caller asks for general financial assistance, they should be offered rent/utility referrals, as well as food pantry referrals, as getting free food means more money to pay off bills. Specialist should be going above and beyond to problem-solve if the caller expresses vague needs.

• Specialist avoided using phrases like "I can't help you" and "we don't do that," but instead explained how 2-1-1 can help and what we do. The caller may benefit from the explanation that 2-1-1 has info for non-profits and government agencies providing social and health services etc., but not for-profit companies, businesses, or corporations.

• Specialist gave a brief description of 2-1-1’s services if the caller indicated it was their first time calling, or seemed confused about why they were told to call 2-1-1.

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DEMOGRAPHICS/DATA COLLECTION Specialist asked appropriate questions and explained the reason for asking them. YES NO Demographic questions should always be preceded with: “I’ll be happy to search for programs that may be able to assist you with that need. Do you mind if I ask a few questions that will help me connect you with the most appropriate resources?” Specialists are welcome to use their own wording, as long as the message remains that they are going to ask

questions to determine eligibility and best match for programs. It is not ok to say, “I just need to ask some

questions” (this doesn’t tell the caller why) or “for demographic purposes” in an I&R call.

• Zip Code - confirmed city if multiple options

• Age – many programs have age requirements and some agencies/programs serve specific populations, such as seniors, youth, etc., and may generate another referral. o Example: A caller 60 or over should be asked if they are aware of Senior Services and provided

with that referral as appropriate for future reference

o Example: A caller who 18 and seeking shelter may be eligible to go to a teen or adult shelter.

• Ethnicity / Cultural Identity – there are agencies that focus their services toward specific populations

• Household Composition – many programs serve only families with children

• U.S. Active Military or Veteran status – population specific services available

• Disability – population specific services available (Referral to Disability Program Specialist?) o The 3 disability quality assurance questions are required, unless answers could be inferred

from caller. Questions should either be integrated throughout the call, or asked at the end if the caller answered “yes” to question and that they or someone in their household has a disability. Do not select an answer to this question unless caller or member of the caller’s household has a disability!

• Caregiver - Caller or member of caller's household is an unpaid caregiver (Referral to Caregiver Program Specialist?)

Specialist obtained all demographic information, including income to rent ratio or utility provider and bill amount if necessary, to provide accurate referrals and complete call appropriately. YES NO

Household income needs to be determined for HSP, HP, free tax prep sites, LIHEAP, and some legal services eligibility, among others.

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CALL HANDLING Specialist demonstrated empathy. YES NO

Specialist acknowledged caller’s feelings appropriately (i.e., “that must be hard,” “I’m sorry to hear that,” “you sound sad; do you need a moment?” “I can hear that you are frustrated. I don’t know if there are resources available for the need you stated, but I’d be happy to check our database to see what I can find.” etc.).

Tone was appropriate to the nature of the request and situation. YES NO N/A Specialist used simple explanations. YES NO

Specialist was concise and used appropriate, professional language (Yes instead of yeah or uh huh) and avoided acronyms without first stating the full name to the caller (LIHEAP, TANF, etc.)

Caller’s concerns/requests were clearly acknowledged. YES NO

Specialist answered questions that the caller asked and responded to statements the caller made.

Specialist demonstrated a patient, helpful and courteous manner. YES NO

• Specialist maintained a non-judgmental demeanor with the caller, and posed sensitive questions in a non-judgmental way (i.e., questions about offender status, domestic violence situations, disability, income, etc.).

• Repeated info if the caller if they were hard of hearing

• Interrupting – If necessary, appropriately interrupted the caller to redirect, ask a question, etc.

• Noise - If there was excessive noise in the background the specialist politely expressed difficulty in hearing the caller and, if appropriate, addressed a possible solution (TV too loud, others talking, etc.)

• Pace – Specialist provided referrals at a pace that allowed the caller to write down the information Speaking voice was clear and engaged. YES NO

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Specialist avoided giving personal advice/opinions, legal advice or sharing personal experiences. For example, telling someone that the three day notice doesn’t mean they have to move out in three days is considered offering legal advice. YES NO

Specialist should leave themselves out of the call as much as possible (i.e., “I’ve heard people get a lot of money from them,” “I went by there and it doesn’t look that good,” “I really wouldn’t try them,” etc.). Specialist avoids over-guiding or over-advising when it comes to the referrals given and doesn’t push for the caller to go to one place or another.

REFERRALS Specialist offered appropriate referrals and gave all pertinent information about the referrals (name, phone, hours, eligibility info, how to access). YES NO Specialist avoided dead air/long pauses and informed the caller when a moment was needed to read through referrals. YES NO N/A Specialist explored options/problem solved if resources unavailable. YES NO N/A

When little or no resources are available (i.e., long-distance travel assistance, help with moving, only one agency serves area, etc.) specialist describes the process of attempting to get assistance from local churches and explores caller’s personal resources (family, friends).

Specialist assessed for additional needs if appropriate. YES NO N/A HSP/HP: Specialist only provided information about these programs after gathering typical rental screening information and determining that caller may be eligible to complete screening process. YES NO N/A CLOSING & AIRS REQUIREMENTS Specialist completed AIRS required closing: asking, “Is there anything else I can help you with?” YES NO N/A (if multiple needs already addressed) Specialist educated caller to call back if any information was not correct/or the referrals did not provide what they needed. YES NO Specialist thanked the caller for contacting 2-1-1 and encouraged re-contact for future needs. YES NO

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Adding closing remarks, such as "Good luck to you," or "I hope these referrals work out for you" are not required, but always a nice ending to the call.

COMMENTS: Completion of the QA form should include quotes or explicit examples of the specialist’s behavior and how that affected the caller and the outcome of the call itself. Some examples include:

Specialist said: “There’s hardly any help available as it is.” Specialist could have focused on what is available instead of what isn’t available. The Specialist might have said:

“I know that the holiday programs have been filling up quickly, but I’ll be happy to take a look and see what I can find out for you. If I don’t find anything, we can talk about other ideas.”

Caller mentioned that she is low-income and inquired about food pantries. Specialist did not ask if caller has applied for food benefits or if she needed help with rent or utilities. Also, what is source of income? Does caller need additional income-related resources, such as PeoplePoint, to find out what she’s qualified for?

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